AccountId: 011433970860
ContactId: 52963c5c-1874-456f-a7a6-e91863757455
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122360 ms
Total Talk Time (AGENT): 52839 ms
Total Talk Time (CUSTOMER): 44769 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/52963c5c-1874-456f-a7a6-e91863757455_20250325T16:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. I need to verify members benefits for hearing tests to verify if you all cover it.
[AGENT][POSITIVE] OK, I can help you with benefits. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And [PII], may I get the spelling of your first name and last initial?
[AGENT][NEUTRAL] Yes ma'am, it's [PII] and the last initial is [PII]
[CUSTOMER][POSITIVE] Good thank you.
[AGENT][NEUTRAL] You're welcome and then what is your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] She's teaching hospitals and clinics.
[AGENT][NEUTRAL] OK, thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] That's [PII] [PII].
[CUSTOMER][NEUTRAL] 02184614ML8
[AGENT][NEUTRAL] OK, can you give me that policy number one more time? I think I missed a digit.
[CUSTOMER][NEUTRAL] 02184614
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][POSITIVE] OK, thank you very much.
[AGENT][NEUTRAL] OK, I do have [PII] pulled up and I show that this policy is no longer active.
[AGENT][NEUTRAL] The policy terminated on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And he has no active policies with us.
[CUSTOMER][POSITIVE] Alrighty great.
[CUSTOMER][POSITIVE] OK, well [PII], thank you very much for your time and you have a great rest of your day.
[AGENT][POSITIVE] You're very welcome, Miss [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, ma'am, thank you so much.
[AGENT][POSITIVE] OK, you're welcome. You take care and thanks for calling APL.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] You too now yes ma'am bye bye.
[AGENT][NEUTRAL] Bye bye.